Stakeholder Satisfaction Survey

This year, 176 stakeholders participated in our survey, which included questions on:

• overall satisfaction with their relationship with us,
• engagement preferences,
• desired changes in future engagement,
• barriers to engaging with ENWL, and ways to overcome these barriers.

We also conducted deep dives into how the needs and experiences differ among key stakeholder groups.

Our stakeholder relationships and satisfaction remain strong, with an average of 79% of stakeholders satisfied with their relationship with us. This satisfaction rate rises to 87% among those who engage more frequently, reflecting a 2% improvement in both scores from the previous year.

Stakeholders emphasised the importance of considering their time when scheduling meetings and events. They also expressed a strong desire for us to enhance feedback loops, ensuring a clear connection between their suggestions and ENWL’s actions.

We were pleased to discover that 49% of our stakeholders consider themselves advocates for ENWL, indicating they are more likely to invite ENWL to collaborate with their organisations.

The feedback gathered from the survey will now inform the development of our 2024/25 improvement plan, detailing our actions to respond to this feedback and continually enhance our engagement with stakeholders.

This year 149 stakeholders took part in our survey which incorporated questions spanning overall satisfaction with the relationship held with us, engagement preferences and new topics including net zero and digitalisation. Adding new topics to our survey allows us to focus on the issues that are important to our stakeholders.  

Our stakeholder relationships and satisfaction continue to stay strong with on average 77% of stakeholders being satisfied with the relationship they have with us, rising to 85% among those engaging more often. Stakeholders increasingly put more emphasis and importance on regular communication and collaboration as drivers for stakeholder satisfaction this year – more so than last year.

The survey also showed that 18% of ‘familiar’ stakeholders (those who have had contact with Electricity North West in the past 12 months) and 33% of less familiar stakeholders (no contact in the previous 12 months) would like to engage on a more frequent basis.

We learned that 5% of stakeholders have taken up Net Zero Business Support, while 21% plan to take this up in the next 12 months. The Network Asset Viewer and stakeholder engagement hub were the most commonly used open-access tool available via our new data portal, with very high satisfaction for the Network Asset viewer.

The feedback gathered from the survey will now contribute to the development of our 2023/24 improvement plan that sets out what we will do to respond to this feedback and continually improve engagement with our stakeholders.

We engaged with 126 participants on overall satisfaction and in addition, this year we surveyed the acceptability of our response to Storm Arwen.

Our stakeholder relationships and satisfaction continue to stay strong, despite the recent Storm Arwen impact. Stakeholder satisfaction increased by 2% last year with a score of 83%.

The survey also indicated that 18% of ‘familiar’ stakeholders (those who have had contact with Electricity North West in the past 12 months) and 33% of less familiar stakeholders (no contact in the previous 12 months) would like to engage on a more frequent basis.

For more detail on the survey in terms of what we heard, what we have done, and next steps click on the below link.

Stakeholder Satisfaction Survey Report 2021/2022.

We engaged with 205 participants and achieving excellent representation across our stakeholder community. The survey measured overall satisfaction, attitudes towards the relationship held, future engagement preferences and improvement areas.

The results indicated a strong correlation between the frequency of engagement, stakeholders’ familiarity with our business and overall satisfaction (81%). 

Despite increased engagement during COVID-19 only 3% of stakeholders wished to engage less often in the future. The baseline survey highlighted five key areas of improvement and we have leveraged our agility in responding to feedback by enhancing our improvement plans to make changes quickly.

For more detail on the survey, what we heard, what we have done and the impact as part of our improvement plan click on the below link. 

Stakeholder Satisfaction Survey Report 2020/2021.